Fairmont Gold Manager

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• Ensures that all Fairmont Gold Standard Operating Policies and Procedures are adhered. Monitor maintenance and development of the physical Fairmont Gold product.
• Ensures the highest possible revenues are generated for Fairmont Gold with a minimum of associated expenses. Work with the Revenue Manager, Reservations Manager, Sales Manager and Front Office Management to ensure strategies are in place to maximize Fairmont Gold revenue opportunities. This should include out of order rooms, sell outs, preventative maintenance and special room projects.
• Track and Forecast daily, weekly and monthly Fairmont Gold occupancy levels and plan the Fairmont Gold Department accordingly
• Provide exceptional Concierge information to our guests about local and area attractions, restaurants, theatres, special events, tickets, confirmations and other available services.  Information will be clear, concise and accurate.

• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle and resolve guests’ complaints, including follow up in a timely manner and proper communication in the daily log.  Provide service that consistently exceeds our internal and external guest expectations always leading by example

• Develop and maintain contacts with business partners, concessionaires, local community and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts
• Strong and effective communication with all other departments. Attend Department Communication Meetings representing Fairmont Gold. Supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided.
• Facilitate the training and development of the Fairmont Gold Team. Participate in the training and communication process of all colleagues providing service to Fairmont Gold.
• Provides guidance and motivation to the Fairmont Gold Team. Establishes and communicates on a daily basis with the Fairmont Gold Team. A strong commitment to colleague satisfaction.
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Fairmont Gold colleagues.
• Propose and facilitate innovative, cost-effective guest experience enhancements
• Be accountable for operational costs and expenses - Monthly Profit & Loss Statement/Adherence to budget
• Responsible for scheduling according to the staffing guide and reconciling payroll
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold standards
• Provide direction and guidance to In Room Dining/ Fairmont Gold Pantry Attendant in order to maintain service and food quality levels
• Adheres to and promotes the company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures

• A minimum of 2 years, 4 Diamond hotel Concierge or Front Office experience
• Must have an entrepreneurial spirit
• Previous experience in a supervisory or managerial capacity
• Impeccable presentation
• Proven ability to inspire a team to achieve the ultimate luxury experience
• Must have a proven record of exceeding guest expectations and commitment to guest service
• Must be an innovator, with the mindset of constantly analyzing our product and services
• Passionate about guest service, relentless in creating “wow” experiences
• Proven ability to balance collection objectives, guest service, colleague satisfaction and profitability
• Excellent leadership, written and verbal communication and interpersonal skills
• Self-motivator with the initiative and ability to complete projects in a timely manner and great organizational skills with a proven ability to work under pressure

•    Previous leadership experience in a similar guest relations capacity required
•    Previous luxury level service knowledge and training a strong asset
•   Strong Food and Beverage background preferred
•   Previous Property Management System experience required 
•   Familiarity with Opera PMS, Le Club Accor, Royal Service, Kipsu, LQA, WebWorks, and Time & Attendance is preferred but not required
•  Computer literate in Microsoft Window applications required
• Excellent English. 
• Luxury Experience 
• Food & Beverage Experience